What is EmFinders?

EmFinders is an emergency locating system that is triggered by the caregiver (not the missing person), and provides critical information for the recovery of a missing person.

Who benefits from the EmFinders EmSeeQ device?

The EmFinders EmSeeQ device is designed to help persons with intellectual disability, mental illness, brain injust and medical impairments (like Alzheimer’s disease, Down syndrome or autism) who are at risk of becoming disoriented and lost.

The EmFinders EmSeeQ device provides caregivers with peace of mind, knowing that law enforcement can quickly locate and recover their loved one should that person wander and become lost. Law enforcement benefits from the EmFinders EmSeeQ device by simplifying and expediting the process of locating a missing person. Senior communities benefit because they can protect their residents and reduce liability risks, while providing residents with maximum personal freedom.

What does EmFinders EmSeeQ cost the consumer?

The EmFinders EmSeeQ device is less than the cost of a typical cell phone with a minimal monthly service plan (less than $225.00 a unit and about $25 per month).

What does the EmFinders system cost E-9-1-1 and law enforcement?

There is NO cost to municipalities because the EmFinders EmSeeQ device leverages the existing E-9-1-1 and cellular systems. EmFinders collaborates with law enforcement and 9-1-1 in the recovery of missing persons by making the process faster, more effective and more efficient.

How does EmFinders work?

The EmFinders EmSeeQ is a small, watch-like, wireless device without buttons or a screen and is under the secure and remote control of the EmFinders operation center. The EmFinders EmSeeQ device is worn by individuals with medical impairments like autism, Down syndrome or Alzheimer’s disease. The device can only be activated at the request of the caregiver. Once it receives the activation command (See Activation and Recovery Process for details), the device places a call and provides its location to an E-9-1-1 operator via the cellular network just as a standard cell phone would. The EmFinders system does NOT use GPS. Instead it uses triangulation through the cellular network to accurately determine a person’s location, including in buildings or environments that would typically interfere with GPS locators.

Why is EmFinders a good idea for E-9-1-1 and Law Enforcement?

The EmFinders solution utilizes existing cellular and E-9-1-1 systems; it speeds up the location and recovery of a missing person but at NO incremental cost to municipalities. A call from the EmFinders EmSeeQ device is a pre-screened 9-1-1 call. The device can only call 9-1-1 AFTER a caregiver has reported their loved one missing to law enforcement.

What is the typical emergency activation and recovery process?

Step One: Caregiver Calls 9-1-1

• The caregiver calls law enforcement to report a potential missing person
• 9-1-1 operator takes relevant information, creates file and provides call for service or case number to caregiver

Step Two: Caregiver Contacts EmFinders Emergency Center

• Caregiver supplies call for service or case number to request device activation
• EmFinders verifies caregiver identity

Step Three: EmSeeQ is Activated

• EmFinders remotely activates the EmSeeQ
• Once activated, device reports its location to nearest E-9-1-1 dispatch center, transmits audio message to E-9-1-1 operator explaining nature of emergency, and provides contact for EmFinders Emergency Center

Step Four: Authorities Dispatched to Device Location (Typical Process)

• E-9-1-1 operator dispatches law enforcement to location reported by device and may contact EmFinders Emergency Center for additional information regarding missing person. This information will include jurisdiction in which missing person was reported, identity and physical description of missing person, known medical conditions and caregiver contact information
• Law enforcement stays in contact with E-9-1-1 operator until missing person is located. E-9-1-1 operator can rebid and provide an updated location as required

Step Five: Recovery

• Law enforcement assists in reuniting missing person with caregiver (or, if necessary, securing emergency medical treatment)
• Law enforcement or caregiver calls EmFinders Emergency Center to cancel alert

How do I know if the EmFinders solution will work where I live?

EmFinders EmSeeQ solution is available nationwide, therefore you will be able to take advantage of it anywhere within our coverage area. Please check for coverage by typing in your zip code in the footer of this page. Unlike other solutions, EmFinders EmSeeQ travels with you. As long as you travel in the USA and remain within the coverage area, EmFinders EmSeeQ will protect your loved one.

What do caregivers/communities get for the $25 monthly fee?

Caregivers/communities receive continuous over-the-air coverage which keeps the device working all the time. They also receive critical operations monitoring to ensure the battery is charged as needed and critical updates if the battery falls below a certain threshold of charge. Additionally, this service makes available the 24-hour, 7-days-a-week Emergency Center and our customer care center. Over-the-air system updates are provided as well.

What if the wearer removes the device from his or her wrist?

Parents and caregivers who are concerned about the possibility of the wearer removing the device can purchase an EmFinders EmSeeQ with secure band. Removing the secure band from one's wrist requires the use of two hands, therefore the help of a parent or caregiver is necessary.

What happens if the EmSeeQ comes in contact with or is submerged in water?

The EmSeeQ meets the IPX7 standard for water resistance.  This means that it is designed to withstand submersion in one-meter (~3 ft.) of water for up to thirty (30) minutes.  This standard allows the wearer to shower or bathe without risk of water damage to the unit.  However, the unit is not designed to be worn when swimming or diving due to the potential depth and duration of the activity, as well as the variations in the chemical composition of pool water.

How often and for how long should I charge my EmSeeQ?

The battery must be charged at least once per week, for about 2 hours (until the red charging light blinks green - see user guide for details).  However, under certain conditions related to the cellular network in your location, the EmSeeQ may have to be charged more often.  The battery indicator lights on the device do not normally illuminate unless the EmSeeQ is on the charger.  If the EmSeeQ is not on the charger and the indicator lights are blinking red (once every 9 seconds), then the EmSeeQ is in need of immediate charging.  A low battery alert also will be sent to EmFinders.  If you observe that the red indicator light regularly blinks in fewer than 7 days, then adjust the charging cycle accordingly.

Does EmFinders plan on working directly with the PSAP communities in each state to address PSAP questions and deployment processes?

Yes, EmFinders has and will continue to reach out to state organizations such as APCO, NENA, and similarly focused law enforcement entities throughout the United States. EmFinders would appreciate any specific suggestions on suitable venues for discussing or demonstrating our technology in your jurisdiction.

The 9-1-1 call from an activated EmSeeQ may not come into the same PSAP that the lost/missing person report has been made to. What efforts are being made to educate EmFinders customers and PSAPs about communication between PSAPs when this occurs?

In addition to alerting authorities and commencing recovery efforts, the purpose for requiring the caregiver to file a missing person report is to establish that there is a bone fide emergency before activating the EmFinders device to call 9-1-1. It is not at all unlikely that the missing person will have wandered to another jurisdiction, and procedures are in place to facilitate effective communication among PSAPs.

Is the accuracy of the device location based on the 9-1-1 accuracy level of that wireless carrier in the area in which the device is located? If so, how is this being communicated to the consumer?

The EmSeeQ relies upon the network based UTDOA Ph2 location system implemented by certain GSM wireless carriers. EmFinders will not knowingly sell the device where the resident location of the potential missing person (Person with Impairment or “PWI”) is outside of the UTDOA coverage area. The address of the PWI is run against our UTDOA coverage database, and the sale will not process if it is outside the coverage area. In addition, our marketing collateral, Web site and legal terms of use indicate that the availability and accuracy of the location information is dependent on a number of factors, including cell coverage and the nature of the wireless carrier's infrastructure.

Do you have agreements with the various wireless carriers in all states? Does the EmSeeQ roam if the wearer is not in their regular carrier's service area? What happens in areas that do not have Phase II wireless 9-1-1?

EmFinders’ network access arrangement allows for the EmSeeQ to roam as required.  As noted above, we also verify E-9-1-1 Ph2 coverage for the address of the PWI at the time of purchase. It is, of course, possible for the PWI to wander in an area without Phase 2 coverage; in this case the location accuracy is limited to the capabilities in that area and the serving PSAP. EmFinders is encouraged, however, that expanding E-9-1-1 Ph2 deployment remains a priority in those areas not already upgraded to Ph2.

According to the most recent FCC filings, as compiled by NENA, Phase II implementation is quite broad, covering: 96.3% of the population, 93.8% of 6,190 PSAPs, 87.9% of 3,135 Counties

(See http://www.nena.org/911-statistics)

If an EmSeeQ is incorrectly activated and calling 9-1-1 through some type of malfunction, can EmFinders locate the device in its system and deactivate it?

The EmFinders solution is built upon a rigorous security scheme and process to prevent accidental or malicious
activation of the EmSeeQ. Once an EmSeeQ becomes active, it is under complete remote control of the ECC and the device can be deactivated if we are so directed by local E-9-1-1 or law enforcement.

Does the EmSeeQ have an individual phone number associated with it? Can it be called back?

Each unit contains a registered SIM that has been assigned an individual 10-digit number; and the EmSeeQ can be called back if it has been activated into its emergency state. Upon receipt of a call, the EmSeeQ plays an audio message similar to that of when the EmSeeQ initiates the call. However, it also informs the operator that the EmSeeQ will disconnect and redial 9-1-1 (to enable the E-9-1-1 location feature). Moreover, an activated EmSeeQ is programmed to reconnect in the event of a disconnect (such as intermittent loss of cell coverage).

The EmSeeQ service is being offered nationwide. Will EmFinders be providing notice to the PSAPs or state E-9-1-1 administrators/coordinators when service subscriptions are being purchased in a given area/region?

As noted above, EmFinders has provided written notice to the E-9-1-1 administrators/coordinators in all states. It is also the intention of EmFinders to reach out directly to local law enforcement and PSAPs when the EmSeeQ is actively marketed in that area.  We will continue to do this as long as it is practical and until knowledge of the
EmFinders solution is more pervasive in the E-9-1-1 community.

Since the device can access a PSAP through the 9-1-1 system, are the appropriate state 9-1-1 surcharges being paid?

E-9-1-1 surcharge fees are paid based on the state of residence of the individual wearing the device.

Many state and localities have statutes restricting the use of automatic alarm systems or automatic dialing devices that call 9-1-1. Do these statutes impact use of the EmSeeQ?

Although each such statute or ordinance is worded slightly differently, in short, the answer is “no.” Please see the Device Operation White Paper referenced above for full details, but in a nutshell:

The EmSeeQ is not triggered "automatically." It is activated remotely on behalf of the missing person only after a live 911 call has been placed by the missing person's caregiver, and only after the ECC is provided with call for service or case number.

The EmSeeQ has no buttons or controls; and cannot be inadvertently, accidently or mischievously activated by the PWI or anybody else. It can only be activated upon human confirmation of an actual emergency, and only by the ECC.

How does an EmFinders activation call present to a PSAP?

When receiving a call from an EmFinders device, the call will be placed to 9-1-1 and present on the ANI/ALI screens as a wireless call normally does for your PSAP. The carriers name will be in the name field, the tower location will be in the address field, there will be a telephone number associated with the device that can be called back and it will present latitude/longitude if the wireless carrier is able to provide that. The difference with this call will be you receive a voice recording instead of an actual person to speak with. There will not be two way communications to the person wearing the device.

Does EmFinders plan on working directly with the PSAP communities in each state to address PSAP questions and deployment processes?

Yes, EmFinders has and will continue to reach out to state organizations such as the APCO and NENA chapters and public safety entities throughout the United States.

Will the agency receiving the call be the agency where the missing person report was originated?

This depends on the location of the cellular tower receiving the signal from the EmFinders device. The EmFinders Operations Center can provide the identity of the originating agency.

If a missing person report has been filed with my agency and we also receive a call from an EmFinders device, should we call the EmFinders Operations Center?

Yes, it is not possible to guarantee the activation is for the same person.  Only the EmFinders Operations Center can verify the name associated with the particular device via the cell phone number on the 9-1-1 screen.

How is the location of the EmFinders device determined?

The EmFinders device relies upon the network based Uplink Time Difference of Arrival (UTDOA) Phase 2 location system implemented by certain Global Standard for Mobile Communications (GSM) wireless carriers, such as AT&T, T-Mobile and other regional carriers. 

EmFinders will not knowingly sell the device where the address of the mentally impaired person is outside of a UTDOA coverage area.  The address is run against a UTDOA coverage database, and the sale will not occur if it is outside the coverage area. In addition, EmFinders marketing collateral, web site and legal terms of use indicate that the availability and accuracy of the location information is dependent on a number of factors, including cell coverage and the nature of the wireless carrier's infrastructure.

What happens in areas that do not have Phase II wireless 9-1-1? How does an EmFinders device work in an area that only has basic 9-1-1?

EmFinders network access arrangement allows for the EmFinders device to roam. The location accuracy is limited to the capabilities in that area and the serving PSAP.

If you are unable to receive location information, EmFinders can provide carrier information and cell ID number which may be translated to Lat/Long of the tower.
 

Will EmFinders be providing notice to the PSAPs or public safety agencies when EmFinders devices are being purchased in a given area/region?

It is the intention of EmFinders to reach out directly to local public safety agencies and PSAPs when EmFinders devices are purchased in that area.

If an EmFinders device is incorrectly activated and calling 9-1-1 through some type of malfunction, can EmFinders locate the device in its system and deactivate it?

The EmFinders solution is built upon a rigorous security scheme and process to prevent accidental or malicious activation of the EmFinders device. Once an EmFinders device becomes active it is under complete remote control of the Operations Center and the device can be deactivated if directed by the public safety agency.

Does the EmFinders device have an individual phone number associated with it? Can it be called back?

Yes, the device has a phone number and it can only be called if it has been activated by the EmFinders Operations Center. Upon being called the EmFinders device plays an audio message:

9-1-1 calltaker, you have called an EmFinders device worn by a critical missing person.  For more information about the person please call 1-800-215-8161 that’s 1-800-215-8161.  This call will terminate and re-dial 9-1-1.
 

Since the device can access a PSAP through the 9-1-1 system, is EmFinders paying the appropriate state 9-1-1 surcharges?

Yes. The EmFinders network access provider remits 9-1-1 surcharge fees based on the state/locality of residence of the individual wearing the device.

What happens if the Critical Missing Person wanders outside of the coverage area? Will EmFinders know if the device is in an area that has no GSM coverage and will be unable to call 9-1-1?

EmFinders will be able to tell if the Critical Missing Person wanders outside of the cellular coverage area. They will activate the device, but no call will be placed until the missing person comes back into a cellular coverage area. Once in a cellular coverage area the device will place a call to 9-1-1.

Does EmFinders monitor device status?

EmFinders performs weekly device maintenance checks and can determine networks, signal strengths, battery strength, software checks, activation/deactivation commands, rebooting device, and over the air software updates.

What happens when a call is terminated? What happens if a call is dropped by the cellular carrier?

If the call is terminated, the device will call 9-1-1 back every 5 minutes until EmFinders has deactivated the device.

If the call is dropped by the cellular network, the device will immediately call 9-1-1.

Is there a pre-recorded message received from the EmFinders device when it calls 9-1-1?

Yes. There are two messages received based on the age -  (Child is anyone under 18):

Emergency! 9-1-1 operator do not hang up, this is an activation of an EmFinders device showing the location of a critical missing child. For more information about the child, please call 1-800-215-8161. You may rebid for updated location. This message will repeat.

Emergency! 9-1-1 operator do not hang up, this is an activation of an EmFinders device showing the location of a critical missing person. For more information about the person, please call 1-800-215-8161. You may rebid for updated location.  This message will repeat.

Additional Information

1. In the event an EmFinders device calls 9-1-1 and a calltaker/dispatcher is unable to pick up the call prior to the pre-recorded message’s ending (like in an ACD or queued environment) the calltaker/dispatcher will not hear any noise on the line. It will appear as a 9-1-1 open line with no noise. If your protocol is to disconnect and call back, the cellular device will play a pre-recorded message. If your protocol is to keep the line open and call the device you will receive a busy signal. You will not know you have an EmFinders device activation until you call the cellular telephone number back. At that time you will receive a pre-recorded message of an EmFinders activation with instructions.

   NOTE: The EmFinders device will begin playing its recordings as soon as the call has been answered. When in an ACD or queued environment, it will begin playing the recording as soon as the call has been answered by a recording and placed in queue.  

2. If you disconnect from the EmFinders call prior to the message completing, the device will go through a reboot process, which takes 5 minutes, and will call you back once the reboot has completed. You will be unable to contact the device during the reboot process. If this happens call EmFinders to begin information gathering and wait for the device to call you back. (It is suggested that you check with your local law enforcement agencies and/or you’re local legal counsel as to whether or not to request EmFinders deactivate the device due to liability issues.)
3. If you are unable to receive location information, EmFinders can provide carrier information and cell ID number which may be translated to Latitude/Longitude of the tower. This information may at least give you a perimeter area where you may be able to begin a search.
4. If you receive a missing person report that you know will be followed up by an EmFinders activation, it is suggested to alert other local PSAP’s that they may receive the EmFinders device activation.
5. EmFinders will only work with cellular providers that provide location information from GSM technology. They have no plans to work with cellular providers that provide their location information using Code Division Multiple Access (CDMA) technology.
6. EmFinders Website address for additional information.  www.emfinders.com
7. EmFinders collects descriptor information according to APCO ANS 1.101.1-2007 and NENA OID 56-505.